News & Reviews

Innovating Analytics

WORD OF MOUTH INDEX: HOW THE NEXT GENERATION OF NET PROMOTER CAN INCREASE SALES AND DRIVE BUSINESS RESULTS

In today’s ultra-competitive business environment, accurately measuring both positive and negative word of mouth is a crucial element in gauging customer loyalty and recommendations. But according to Larry Freed, author of the new book INNOVATING ANALYTICS, “The most popular tool for obtaining this measurement, the Net Promoter Score (NPS), has outlived its usefulness as a metric.” In INNOVATING ANALYTICS: Word of Mouth Index—How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results, Freed—former president and CEO of ForeSee, a customer experience analytics firm whose Fortune 500 clients include Sears, Kellogg’s, Kraft, Lockheed Martin, and Capital One—introduces the Word of Mouth Index (WoMI), an innovative metric that builds on the decade-old NPS to create a modern metric that business leaders can use to improve business results.

Praise for Innovating Analytics

“Challenging conventional wisdom and building upon the wealth of knowledge derived from one of the most widely used customer experience measurement tools in business today, Innovating Analytics is an essential addition to any marketer’s library. Clearly Larry Freed is one of the leading minds in the customer experience industry, as he thoughtfully offers tested and practical strategies that businesses can implement immediately.”

- Bruce Rogers, Chief Insights Officer, Forbes Media

“Too many businesses are relying on metrics that are outdated and have no relationship to company growth and profit. Innovating Analytics is a must-read for any executive about the power of good metrics and the dangers of bad ones.”

- Claes Fornell, Founder and Chairman of the ACSI and author of The Satisfied Customer

“Larry Freed and ForeSee are at the forefront of transforming business around the world with actionable, predictive metrics. Innovating Analytics contains critical information for any executive who wants to improve business outcomes.”

Read an Excerpt

Innovating Analytics is not affiliated with Net Promoter or Satmetrix Systems (and/or Fred Reichheld or Bain & Company) or any of its subsidiaries or affiliates, and no effort has been made to falsely suggest any connection with or endorsement from such entities.